Assistant Team Leader

3 days ago

Hounslow Middlesex TW, Hounslow, United Kingdom myGwork Full time

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

The Centurion Lounge Assistant Team Leader is a mentored position, with direct reports, which supports the Team Leader in coaching a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located airside in the Heathrow Airport Terminal 3. A successful Assistant Team Leader has a passion for delivering extraordinary service and will have a strong desire to further develop their leadership ability, through mentorship, to inspire the team to work together to drive outstanding business results. The Assistant Team Leader will work with the Team Leader to monitor customer interactions to ensure extraordinary service, coach their direct reports as well as the overall team on individual performance goals, use performance metrics and reporting to drive performance and business results. The Assistant Team Leader will mentee with the Team Leader to provide consistent and on-going coaching and feedback to ensure the team is performing at their highest levels. The Assistant Team Leader is an entrepreneur who is an advocate and supporter for both the team and customers. They thrive in ambiguity and can effectively, under the direction of the Team Leader, lead the team through change. They are intellectually curious, and they share a passion for growth and knowledge amongst their colleagues.

As a Centurion Lounge Assistant Team Leader, through direction and mentorship from the Team Leader, support with:

  • Creating a cohesive team environment
  • Coaching their direct reports and the overall team to provide a high-touch, premium experience for all lounge guests.
  • Inspiring the team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments.
  • Communicating with the team to ensure that they are well informed about changes that may affect them and their customers.
  • Managing the team to ensure adequate servicing coverage is provided 365 days per year, which will include filling in when needed.
  • Working in tandem with the Team Leader to support evaluating team performance and creating development and action plans, on an individual level, which are owned and driven by each team member.
  • Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.
  • Take an active role with promotional in-house events. • Identifying opportunities to improve operations within the Centurion Lounge and creating and implementing creative solutions to grow the business in tandem with the Team Leader
  • Challenging yourself and the team to “raise the bar” by driving continuous improvement.

Lounge Hours of operation are from 5:30AM - 9PM. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

Minimum qualifications:
  • Minimum 2 years’ proactive customer service experience (premium servicing a plus)
  • Minimum 2 years’ supervisory experience or proven track record as a high performing MSP
  • Airline, lounge, or travel industry experience highly preferred, including reservation experience.
  • Demonstrated passion for service with the ability to resolve customer issues and concerns.
  • Ability to successfully understand and implement policies, procedures, and programs.
  • Strong written, verbal and presentation skills
  • Ability to manage and resolve conflict.
  • Ability to drive and measure business results.
  • Strong analytical and creative problem-solving skills
  • Detail-oriented with strong organizational and prioritization skills who can work well under pressure.
  • Ability to work flexible shifts including nights, weekends and holidays are essential.
  • Light to moderate lifting may be required for certain job tasks.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

#LI-DNI

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